Enhancing Client Satisfaction with Tech Solutions

How we increased a company’s customer satisfaction by 20% in 30 days (with 2 approaches): A leading provider of resin-based household and garden consumer products was unhappy with their current level of customer experience and selected Callzilla - The Quality-First Contact Center to take over the customer support function in their business to change that. We proposed and implemented two different approaches. === Approach #1 - Determine Root Cause Of Customer Dissatisfaction === Step #1 - At the time, they had no methodology in place for uncovering this, so we implemented a post-call CSAT survey. The first CSAT results came back at 69% and showed us the root cause of this dissatisfaction was not agent related but was shipping related. Product shipment were constantly delayed. Step #2 - With this new insight, we proposed process changes and script updates designed to provide more realistic delivery times. Within 30 days, the client saw an increase in CSAT scores from 69% to 82%. Step #3 - Even with these great results, we weren’t done yet. We continued to make script and straight improvements and as a result, the client’s most recent CSAT scores reached 90%, even with several shipping delays still present. === Approach #2 - Tackle System Inefficiencies === When we started working together, agents had to toggle between multiple systems to provide support to customers. The resulting Average Call Handle Time (AHT) was far beyond a reasonable number - Yikes! We needed to fix this ASAP. So we recommended that the client provide the contact center team different access and views of the CRM and order management system to enable the agents to access all data they need in one system. The client agreed and within the first 30 days post implementation, the AHT decreased by 34% and the customer satisfaction score saw a 10% increase to 85.58%. These were possible due to Callzilla seeking ways to achieve Continuous Improvement and partnering with our Client to create Customer-Centric and Employee-Centric solutions.

#tuesday4advisors The more advanced our FinTech becomes, the more our clients crave human connection. It's the paradox every financial advisor faces in 2024: We have more powerful tools than ever before, yet client satisfaction often comes down to a well-timed phone call or a remembered birthday. After working with 50+ advisors, here's what I've discovered: The magic isn't in choosing between tech and human touch—it's in mastering their intersection. Wanna have a blueprint? Here's one for you: 1. 𝐔𝐬𝐞 𝐓𝐞𝐜𝐡 𝐚𝐬 𝐘𝐨𝐮𝐫 𝐅𝐨𝐮𝐧𝐝𝐚𝐭𝐢𝐨𝐧, 𝐍𝐨𝐭 𝐘𝐨𝐮𝐫 𝐅𝐚𝐜𝐞: ➟ Leverage AI for portfolio analysis and risk assessments ➟ Automate routine client communications ➟ Deploy digital tools for quick scenario planning BUT... 2. 𝐒𝐚𝐯𝐞 𝐘𝐨𝐮𝐫 𝐄𝐧𝐞𝐫𝐠𝐲 𝐟𝐨𝐫 𝐖𝐡𝐚𝐭 𝐌𝐚𝐭𝐭𝐞𝐫𝐬 𝐌𝐨𝐬𝐭 ➟ Deep discovery conversations with clients ➟ Emotional support during market volatility ➟ Complex life transition planning ➟ Family wealth dynamics discussions 3. 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦 𝐃𝐚𝐭𝐚 𝐢𝐧𝐭𝐨 𝐃𝐢𝐚𝐥𝐨𝐠𝐮𝐞 ➟ Use tech insights as conversation starters ➟ Convert complex analytics into relatable stories ➟ Create personalized teaching moments ➟ Build trust through transparent tech explanations ➟ Use data visualization for meaningful discussions 4. 𝐌𝐚𝐬𝐭𝐞𝐫 𝐭𝐡𝐞 "𝐇𝐢𝐠𝐡-𝐓𝐞𝐜𝐡, 𝐇𝐢𝐠𝐡-𝐓𝐨𝐮𝐜𝐡" 𝐁𝐚𝐥𝐚𝐧𝐜𝐞 ➟ Schedule regular non-financial check-ins ➟ Create memorable client experience moments ➟ Develop personal connection rituals ➟ Build a team culture that values both efficiency and empathy ➟ Invest in relationship-building activities For every hour you save with technology, invest 30 minutes in deepening client relationships. Real Example: One advisor we worked with was juggling data from multiple tools and apps. We created a simple Business Dashboard for them - their 'one-stop revenue command center.' The result: Less time digging through data, and more time with clients. 𝐓𝐡𝐞 𝐆𝐨𝐥𝐝𝐞𝐧 𝐑𝐮𝐥𝐞: Technology should enhance your human touch, not replace it. It matters because your clients don't come to you just for investment advice. They come to you for confidence, clarity, and peace of mind—things no algorithm can provide. Want to learn how to strike this balance in your practice? Let's connect. Our team specializes in helping advisors build tech-enabled, but human-centered practices.

In a recent project with Balfour & Co, the company was overwhelmed with nearly 20,000 customer support calls daily, straining resources and affecting efficiency. Empathizing with the support team’s struggle, I led a project to develop an automated solution to alleviate this burden. Balfour & Co was overwhelmed with unsustainable daily customer support calls, leading to long wait times and strained resources, 20k calls approximately, can you believe that?!! We designed and implemented a software solution to reduce call volume by automating responses to common queries. Action that helped execute this project successfully 1. Team Management: I led a diverse team using agile methodologies and tools like JIRA, Figma, and Slack for project management and collaboration. 2. Research and Development: We analysed call logs and customer feedback to design an AI chatbot capable of handling common queries. 3. Implementation and Testing: We developed, rigorously tested, and refined the chatbot, for efficient escalation handling. 4. Launch and Monitoring: Successfully launched the chatbot, continuously monitoring and improving its performance. Result: The AI chatbot reduced call volume by nearly 50%, easing the support team’s burden by sending order statuses, and customizations and guiding the customer through the website and improving customer satisfaction with quicker response times and 24/7 availability. Skills Developed - Project Management: This project enhanced my skills in team management and communication using tools like JIRA, Figma, and MIRO. - Task Prioritization: Learned to prioritize tasks for timely delivery and efficient problem-solving. - Empathy and Collaboration: Fostered a collaborative environment, valuing team input and supporting team challenges. This project was a significant milestone, reinforcing my passion for project management and my commitment to leveraging technology to solve real-world problems, equipping me with the skills and confidence for future challenges in project management roles. #ProjectManagement #CustomerSupport #Chatbot #TeamLeadership #TechInnovation #DigitalTransformation #AIChatbot #CustomerService #Automation #TechSolutions #BusinessSolutions #AIInAction #SoftwareDevelopment #LeadershipSkills